itil: service transition course 02 service transition · itil: service transition course 02 ......
TRANSCRIPT
ITIL: Service Transition
Course 02 – Service Transition
Slide 1
Service Transition
Topics CoveredLearning Objectives
Terms-to-Know
Service Transition
Introduction to Service Transition
Principles of Service Transition
Summary
Checkpoint
Course
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 2
Introduction to Service Transition
Topics Discussed
Managing Through the Lifecycle
The Service Transition Model
Purpose, Goals & Objectives
Scope
Value
Concepts
Topic
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 3
The Service Lifecycle
• Service Strategy
– Design, Development & Implementation
• Service Design
– Design & Development
• Service Transition (ST)
– Development & Improvement
• Service Operation
– Delivery & Support
• Continual Service Improvement
– Create & Maintain Value
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 4
Managing Across the Lifecycle
Improve
Strategy Design
Operation Transition•Transition Planning & Support• Change Management• Service Asset & Configuration• Release & Deployment• Service Validation & Testing• Evaluation• Knowledge Management
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 5
The Service Transition Model
Early Life Support
Plan &
Prepare
Build &
Test
Test &
Pilot
Transfer,
Deploy,
Retire
Review &
CloseService
Operation
Service
Strategy
Service
Design
Release & Deployment
Management
Service Transition Planning & Support
Oversight – Organization & Stakeholder Change
Knowledge Management
Service Validation & Testing
Continual Service Improvement
Service Asset & Configuration Management
Change ManagementRFC
Baseline
Evaluation of Change or Service
Copyright © AXELOS Limited 2014All rights reserved. Material is reproduced under license from AXELOS Limited.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 6
Purpose, Goals & Objectives of Service Transition
• Purpose– To manage resources required to transition services into
operation
• Goals– Optimized business benefit
– Controlled risk
• Objectives– Manage integration of business & infrastructure change
• Meet business requirements
• Manage expectations
• Reduce variability
– Plan & manage transition of services
• Apply necessary rigor
• Provide quality knowledge & information
• Minimize risk
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 7
Scope of Service Transition
• Manages & coordinates– Processes
– Functions
– Systems
• Applies to all transition phases:– Packaging
– Building
– Testing
– Releasing
– Deploying
• Encompasses modifications of existing services– Service Operation
– Continual Service Improvement
Two Aspects of Service Transition
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 8
Value of Service Transition
• Handles high volume of change
• Improves overall productivity
• Establishes QoS & warranty predictability
• Results in higher change success rate
• Adheres to plans
• Adapts to change
Transition+ Operation
+ Improve
Operation+ ImproveImprove
Design+ Transition
+ Operation
+ Improve
Strategy+ Design
+ Transition
+ Operation
+ Improve
Value and the ITSM Lifecycle
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 9
Principles of Service Transition
Topics Discussed
Principles
Governance
Management
Quality
Service V Model
Challenges
Critical Success Factors
Risks
Topic
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 10
Principles of Service Transition
• Governance– Define & implement formal policy for Service Transition
– Implement all changes to services through Service Transition
– Align Service Transition plans with business needs
– Establish & maintain relationships with stakeholders
– Adopt common framework & standards
– Establish effective controls & disciplines
• Management– Maximize re-use of established processes & systems
– Plan release & deployment packages
– Anticipate & manage course corrections
– Proactively manage resources across Service Transitions
– Ensure early involvement in Service lifecycle
– Provide systems for knowledge transfer & decision support
• Quality– Assure quality of new or changed service
– Proactively improve quality during Service Transition
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 11
Service Transition Governance
• Formalize service transition (ST) policy
• Utilize ST as focal point for changes
• Use common framework & standards
• Maximize re-use of processes & systems
• Align ST plans & business needs
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 12
Service Transition Management
• Manage stakeholder relationships
• Utilize Knowledge Management
• Plan release & deployment packages
• Anticipate & manage course corrections
• Manage resources across ST
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 13
Service Transition Quality
• Ensure early ST involvement in lifecycle
• Assure service quality
– New services
– Changed services
• Proactive quality improvement throughout ST
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 14
The Service “V” Model
Service
Component
Build &
Test
Internal & External
Suppliers
Develop Service
Solution
Design Service
Release
Design Service
Solution
Define Service
Requirements
Define
Customer/Business
Requirements
Component &
Assy. Test
Service Release
Package Test
Service
Operational
Readiness Test
Service
Acceptance
Test
Validate Service
Packages,
Offerings & ContractsService Review Criteria Plan
Service Acceptance Criteria/ Plan
Service Operational Criteria/Plan
Service
Release Test
Criteria & Plan
Level 1
Level 2
Level 3
Level 4
Level 5
Deliveries From
Internal & External
SuppliersLevels Of
Configuration &
Testing
Baseline Point
Service
Component
Build &
Test
Internal & External
Suppliers
Develop Service
Solution
Design Service
Release
Design Service
Solution
Define Service
Requirements
Define
Customer/Business
Requirements
Component &
Assy. Test
Service Release
Package Test
Service
Operational
Readiness Test
Service
Acceptance
Test
Validate Service
Packages,
Offerings & ContractsService Review Criteria Plan
Service Acceptance Criteria/ Plan
Service Operational Criteria/Plan
Service
Release Test
Criteria & Plan
Level 1
Level 2
Level 3
Level 4
Level 5
Deliveries From
Internal & External
SuppliersLevels Of
Configuration &
Testing
Baseline Point
Levels Of
Configuration &
Testing
Baseline Point
Copyright © AXELOS Limited 2014All rights reserved. Material is reproduced under license from AXELOS Limited.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 15
Optimizing Service Transition Performance
• Business/IT Alignment Metrics– Transition plans aligned with management strategy
– Improved understanding of Service Transition by stakeholders
– Percentage of lifecycle budget allocated to Service Transition
– Quality of transition plans
– Participation by stakeholders in Service Transition activities
– Transition plans aligned with transition policies
• Metrics for Service Transition– Resource utilization against capacity
– Capabilities (organizational & process maturity)
– Warranties
– Service Levels
– Cost against budget
– Quality
– Value
– Errors & incidents
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 16
Service Transition Summary
Topics Discussed
Summary
Checkpoint
Topic
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 17
Service Transition Summary
• Service Transition governance
• Service Transition management
• Service Transition quality
•
• Manage & coordinate processes, functions, systems
• Service Operation & Continual Service Improvement
• Modifications of existing services
• Transition Planning & Support
• Change Management• Service Asset &
Configuration• Release & Deployment• Service Validation & Testing• Evaluation• Knowledge Management
Purpose – Manage resources required to transition services into operation.Goals – Optimize business benefit, manage risk.Objectives - Manage integration of business & infrastructure change, meet business requirements, manage expectations, reduce variability, plan & manage transition of services, provide quality knowledge & information.Minimize risk
Service Transition provides value to the organization by being able to support high volumes of change, overall improvements in productivity, predictability of QoS & warranty, higher change success rate, closer adherence to plans, and adaptability.
Principles Scope Processes
Value
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 18
Checkpoint
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Review Questions:
1. Which represents the five levels of the Service "V" Model?
A. Service Strategy, Service Design, Service Transition, Service Operation,
Continual Service Improvement
B. Transition Planning & Support, Change Management, Service Asset &
Configuration Management, Release & Deployment, Service Validation &
Testing
C. Customer/Business Needs, Service Requirements, Service Solution,
Service Release, Component & Assembly
D. Service Quality Policy, Risk Policy, Service Transition Policy, Release
Policy, Change Management Policy
2. Between which two elements of the Service Lifecycle does Service Transition
facilitate relationships?
A. Service Strategy, Service Operation
B. Continual Service Improvement, Service Design
C. Service Design, Service Operation
D. Service Strategy, Continual Service Improvement
3. What value does Service Transition provide to the business?
A. Ability to be adaptable and to successfully handle high volume of change
B. Overall improvement in productivity
C. Predictability of Quality of Service and Warranty and close adherence to
plans
D. All of the above
4. Which of the following, when combined, create value for the customer?
A. Utility & Warranty
B. Cost & Service
C. Value and Service
D. Service for Money Spent
5. Which of the following principles is fundamental to Service Transition?
A. Align Service Catalog and Portfolio
B. Elimination of change-induced design deficiencies
C. Maximize the reuse of processes and systems
D. Align the Service Design Package to unexpected constraints experienced
during the build
6. Which of the following statements is true about Service Transition?
1. Service Transition provides the necessary framework to transition new
services into operation.
2. Service Transition provides the necessary framework to transition
modifications to existing services into operation.
A. Neither statement is true
B. 1 only
C. 2 only
D. 1 & 2
7. An IT Service is said to be fit for use when it achieves the required:
A. Utility, Availability, Capacity, Security
B. Availability, Capacity, Continuity, Security
C. Availability, Capacity, Continuity, Utility
D. Service (levels)
8. When it comes to improving existing IT Services which Lifecycle phases are
involved?
1. Continual Service Improvement
2. Service Operation
3. Service Transition
4. Service Design
5. Service Strategy
A. 1 & 3 Only
B. 1, 3 & 4 Only
C. 1, 2, 3 & 5 Only
D. 1, 2, 3, 4 & 5
9. When considering the Service Transition Model, which processes end their
involvement when the new or changed service moves into the live environment?
A. None
B. Evaluation and Validation & Testing
C. Service Transition Planning & Support
D. Evaluation, Validation & Testing and Service Transition Planning &
Support
10. Which of the following statements is correct?
1. An IT Service's "utility" refers to its fitness to meet its intended use.
2. An IT Service's "warranty" refers to its fitness to meet its intended purpose.
A. Neither
B. Both
C. 1 Only
D. 2 Only
Answer Key:
1. C
Customer/Business Needs, Service Requirements, Service Solution, Service
Release, Component & Assembly.
2. C
Service Transition bridges the Service Design and Service Operation stages of
the IT Service Management Lifecycle.
3. D
All of the above.
4. A
Utility & Warranty when combined provide the framework necessary to create
value for the customer.
5. C
Maximize the reuse of processes and systems.
6. C
1 & 2 are both true.
7. B
Availability, Capacity, Continuity, Security are normally required to ensure a
service is fit for use.
8. D
1, 2, 3, 4 & 5 All of the IT Service Management Lifecycle phases (stages) are
involved in the improvement of existing IT Services.
9. A
None - all of the Service Transition processes remain involved until the
completion of early life support.
10. A
Neither - both definitions are reversed.